Nick already had health insurance with APRIL International and wanted to extend his cover. Hannah Walsh, our sales consultant, guided him through the steps, answered his questions and worked with the underwriting team to help his cover continue smoothly. In his Trustpilot review, Nick remembered her patience as well as her knowledge.
“I wasn’t sure how to extend my existing policy, but Hannah guided me through every step of the process.”
It was a practical question with a practical outcome. For Nick, having someone explain what to do made the experience straightforward and stress-free.
Other members have turned to our team in different circumstances: discussing insurance solutions, arranging cover for their family or seeking help with treatment and claims overseas. Their experiences show what personal support can look like at each stage, and why the people behind a policy can leave such a lasting impression.
Space to make an informed choice
Before a policy begins, you want to understand the options, ask questions and feel comfortable with your choice.
Andre was considering medical insurance for South Africa and speaking with several providers. He praised Hannah for listening and helping him work through what he needed, without putting him under pressure.
“She knew I was also talking to other companies and never pushed me, just helped.”
Feeling informed and confident in her choice was particularly important to Katrin. With English as her second language, she valued the support Rickey Barton, Sales Manager, provided before she took out her insurance. “Rickey was very competent and explained everything in detail (English is not my first language).”
Their situations were different, but both valued having someone take the time to talk through their options and answer their questions. For a prospective member, those early conversations are a chance to discuss what matters to you and clarify anything you are unsure about.
Making a claim: support when it matters most
Once cover is in place, attention turns to how it works in practice. For Madeleine, that included submitting claims for both daughters’ wisdom teeth extractions.
Writing around ten months after joining APRIL International, she described both claims being approved within an hour of submission and paid a few days later. She singled out the people who helped:
“Thank you particularly to Donatella and her team who have been awesome.”
Madeleine’s family had already made use of their insurance within their first year of membership. Her thanks to Donatella, our Senior Claims Technician, and the team reflected how they handled those claims, including the two for her daughters. The turnaround she described relates to those claims.
For another reviewer, L C, the support they and their husband received related mainly to routine medical visits and expenses. They appreciated prompt handling and thorough explanations, but also the kindness Donatella Pup brought to their conversations, stating
“…. we’ve always felt respected and dignified in our interactions with Donatella.”
Routine appointments are part of health care, too. L C’s experience highlights the importance of feeling comfortable asking questions and being treated with care when discussing a claim.
A familiar point of contact when you are overseas
Gail, an expatriate based in Indonesia, had been insured with APRIL International for six years when she shared her experience. When she needed treatment, she turned to the team for help with the approval and claim process.
She specifically recognised Thomas Mouland, Senior Claims Technician, and Anne-Marie Watts, Letter of Guarantee (LOG) Operations Manager, praising their support and the clarity of their communication: “members of the April team made my treatment clearance and treatment claim super easy.”
For someone living abroad, knowing who to contact is a practical part of using health insurance. Gail’s review offers a member’s perspective on that relationship: a team she could turn to when she needed to use her cover, even while living far from the UK.
Rhonda’s experience began with a change at work. Her employer had recently switched to APRIL International and she received support from Tom Mouland and other members of the claims team. She highlighted their help with arranging payment to a hospital in advance:
“They made the insurance process a walk in the park.”
Rhonda’s story highlights the difference knowledgeable, approachable support can make when arranging hospital care. With Tom and the claims team helping to organise payment in advance, she valued both their expertise and the friendly way they guided her through the process.
The people behind the policy
Hannah helping Nick extend his cover. Rickey explaining the details to Katrin. Donatella supporting family claims. Tom and his colleagues helping members with treatment arrangements overseas.
These are distinct experiences, shared by people at different stages of their relationship with APRIL International. Together, they show why members often remember a name or a conversation as clearly as the task that was completed.
When choosing international health insurance, the details of the policy matter. So do your questions about using it: how to submit a claim, what to do before treatment and who to contact when you need an explanation. These member stories offer a view of the support behind those conversations.
Whether you are arranging insurance for yourself or your family, you deserve time to understand your options. Tell our team where you plan to live, who needs cover and what you would like to know about managing your healthcare overseas.
We can discuss the options available and explain how the relevant cover and claims processes work, so you can decide what suits your circumstances.
These stories draw on selected Trustpilot reviews published between 2023 and 2026. They reflect individual experiences and the cover held at the time. Benefits, eligibility and claims outcomes depend on the applicable policy terms.
